Basuki Rachmat, Trisa Indrawati


The research attempts to investigate public hospital service model and test the effect of theinternal and external service quality on employee satisfaction, employee satisfaction on theexternal service quality, external service quality on customer satisfaction, and customer loyalty.The research was conducted through questionnaires to 31 hospitals in Surabaya with1155 respondents. Validity and reliability are used to test the research instruments and researchhypotheses were tested by linear regression analysis. The results show there is a significantand positive effect of internal service quality on the employee satisfaction. There isalso a significant effect of internal service quality on external service quality. But, it alsoshows there is no significant effect of employee satisfaction on external service quality.Again, there is a significant and positive effect of external service quality on customer satisfaction,a significant and positive effect of customer satisfaction on customer loyalty.


Service Quality;Employee Satisfaction;Customer Satisfaction;Customer Loyalty

Full Text:



Alhashem, AM, Alquraini, H, and Chowdhury,

RI 2011, Factors influencing patient

satisfaction in primary healthcare

clinics in Kuwait, International Journal

of Health Care Quality Assurance,

Vol. 24 No. 3, pp. 249-262.

Anonym, Sistem pembiayaan dan peningkatan

mutu pelayanan kesehatan di era

otonomi, Ilmu Kesehatan Masyarakat-


Anonym, 2004, Surabaya in Focus 2004,

Dinas Kesehatan Kota Surabaya, Surabaya.

Boekitwetan, P 1997, Pemahaman rekam

medik rumah sakit, Majalah Ilmiah FK

Universitas Trisakti, Volume 16, No. 1,


Casalo, LV, Flavian, C, and Guinal?u, M 2008,

The role of satisfaction and website usability

in developing customer loyalty

and positive word-of-mouth in the ebanking

services, The International

Journal of Bank Marketing, Vol. 26 No.

, pp. 399-417.

Cen, CK, Yu, CH, Yang, SJ, and Chang, HC

, A customer-oriented serviceenhancement

system for the public sector,

Managing Service Quality, Vol. 14

No. 5, pp. 414-25.

Cooper, D 2004, Organizational change: from

public to private sector a UK based reflective

case study, Journal of American

Academy of Business, Vol. 5 No.

/2, pp. 474-80.

Dimitriadis, S, and Stevens, E 2008, Integrated

customer relationship management for

service activities: An internal/external

gap model, Managing Service Quality,

Vol. 18 No. 5, pp. 496-511.

Edvardsson, B, Johnson, MD, Gustafsson, A,

and Strandvik, T 2000, The effects of

satisfaction and loyalty on profits and

growth: products versus services, Total

Quality Management, Vol. 11, pp. 917-

Flavian, C, Guinal?u, M, and Gurrea, R 2006,

The role played by perceived usability,

satisfaction and consumer trust on website

loyalty, Information & Management,

The International Journal of Information

Systems Applications, Vol. 43

No. 1, pp. 1-14.

Gilbert, GR, and Veloutsou, C 2006, A crossindustry

comparison of customer satisfaction,

The Journal of Services Marketing,

Vol. 20, No. 5, pp. 298-308.

Gounaris, SP 2008, Antecedents of internal

marketing practice: some preliminary

empirical evidence, International Journal

of Service Industry Management,

Vol. 19 No. 3, pp. 400-34.

Gujarati, N, Damodar, 2003, Basic Econometrics,

fourth edition. McGraw-Hill,

New York.

Imam Ghozali, 2005, Aplikasi Analisis Multivariate

dengan program SPSS, Badan

Penerbit Universitas Diponegoro, Semarang.

Jain, SK, and Gupta, G 2004, Measuring service quality: SERVQUAL vs.

SERVPERF scales, VIKALPA, Vol. 29,

No. 2, pp. 25-37.

Keating, B, Rugimbana, R, and Quazi, A

, Differentiating between service

quality and relationship quality in cyberspace,

Managing Service Quality, Vol.

No. 3, pp. 217-32.

Ladhari, R 2009, A review of twenty years of

SERVQUAL research, International

Journal of Quality and Service Sciences,

Vol. 1, No. 2, pp. 172-198.

Levy-Garboua, L, Montmarquette, C, and Simonnet,

V 2007, Job satisfaction and

quits, Labour Economics, Vol. 14, pp.


Liang, X, and Zhang, S 2009, Investigation of

customer satisfaction in student food

service: An example of student cafeteria

in NHH, International Journal of Quality

and Service Sciences, Vol. 1, No. 1,

pp. 113-124.

Lim, PC, and Tang, NKH 2000, A study of

patients expectations and satisfaction in

Singapore hospitals, International

Journal of Health Care Quality Assurance,

Vol. 13, No. 7, pp. 290-9.

Lings, IN, and Greenley, GE 2010, Internal

market orientation and market-oriented

behaviours, Journal of Service Management,

Vol. 21, No. 3, pp. 321-343.

Moghadam, MN, and Amiresmaili, M 2011,

Hospital services quality assessmenthospitals

of Kerman University of medical

sciences, as a tangible example of a

developing country, International

Journal of Health Care Quality Assurance,

Vol. 24, No. 1, 2011, pp. 57-66.

Parasuraman, A, Zeithaml, VA, and Berry, LL

, SERVQUAL: a multiple item

scale for measuring consumer perceptions

of service quality, Journal of Retailing,

Vol. 64, No. 1, pp. 2-40.

Parasuraman, A, Zeithaml, VA. and Berry, LL

, Refinement and reassessment of

the SERVQUAL scale, Journal of Retailing,

Vol. 67, No. 4, pp. 420-50.

Peraturan Provinsi Jawa Timur Nomor 11 Tahun

tentang Pelayanan Publik di

Provinsi Jawa Timur.

Pohan, IS 2006, Jaminan mutu layanan kesehatan:

dasar-dasar pengertian dan penerapan,

Penerbit Buku Kedokteran-

EGC, Jakarta.

Rachmat, B 2007, Customer satisfaction:

menyongsong era pelayanan publik,

Media Ekonomi, FE UPB, Surabaya.

Sivadas, E, and Baker-Prewitt, JL 2000, An

examination of the relationship between

service quality, customer satisfaction,

and store loyalty, International Journal

of Retail & Distribution Management,

Vol. 28, No. 2, pp. 73-82.

Suki, NM, Lian, JCC, and Suki, NM, 2011,

Do patients perceptions exceed their

expectations in private healthcare settings?,

International Journal of Health

Care Quality Assurance, Vol. 24, No. 1,

pp. 42-56.

Tariq, AN, and Moussaoui, N 2009, The

main antecedent of customer loyalty in

Moroccan banking sector, International

Journal of Business and Management

Science, 2(2): 101-115.

Togia, A, Koustelios, A. and Tsigilis, N 2004,

Job satisfaction among Greek academic

librarians, Library & Information Science

Research, Vol. 26, pp. 373-83.

Turkyilmaz, A, Akman, G, Ozkan, C, and Pastuszak,

Z 2011, Empirical study of public

sector employee loyalty and satisfaction,

Industrial Management & Data

Systems, Vol. 111, No. 5, pp. 675-696.

Vinagre, MH, and Neves, J, 2007, The influence

of service quality and patients

emotions on satisfaction, International

Journal of Health Care Quality Assurance,

Vol. 21, No. 1, pp. 87-103.

Zeithaml, VA, and Bitner, MJ 2000, Services

marketing: integrated customer focus

across the firm, 2nd ed., McGraw-Hill,

New York, NY.

Zeithaml, VA, Bitner, MJ, and Gremler, DD

, Services marketing: integrating

customer focus across the firm, 5th ed.,

McGraw-Hill, New York, NY.



  • There are currently no refbacks.

Copyright (c)

Abstracting & Indexing


Hasil gambar untuk ccbyncsa

Copyright @ 2010 Pusat Penelitian dan Pengabdian Masyarakat Sekolah Tinggi Ilmu Ekonomi (PPPM STIE)